Customer Success Leader, Enterprise
$192k - $250k • Remote • San Francisco • FullTime
Posted 22d ago
Job Location
San Francisco
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is seeking an Enterprise Customer Success Leader to build, lead, and scale a high-performing team of Customer Success Managers focused on enterprise clients. This role is crucial for driving customer adoption, satisfaction, and long-term partnerships with sophisticated law firms and Fortune 100 companies. You will develop strategic customer success initiatives, implement scalable processes, and ensure clients achieve measurable value from Harvey. As the team grows rapidly, this leader will significantly shape our enterprise success strategy and culture.
Responsibilities
- Lead, mentor, and develop a team of Enterprise Customer Success Managers to deliver exceptional client outcomes and retention.
- Partner cross-functionally with Sales, Product, and Engineering to drive customer adoption, engagement, and expansion.
- Develop and execute scalable success strategies, processes, and metrics tailored to the enterprise segment.
- Serve as an executive sponsor for key enterprise accounts, providing strategic guidance and building trusted relationships.
- Identify risks and opportunities across the customer base to drive proactive engagement and ensure customer satisfaction.
- Represent the voice of the customer internally, influencing product roadmaps and operational improvements.
Requirements
- 8+ years of experience in Customer Success, Account Management, or related client-facing roles.
- At least 3+ years leading enterprise CS teams.
- Proven experience working with complex, global enterprise clients in the AI, SaaS, legal, or technology sector.
- Strong strategic thinking and operational execution skills with an ability to build frameworks and scale programs.
- Exceptional communication and executive presence, with the ability to build trusted relationships at the C-suite level.
- A coaching mindset and passion for developing high-performing teams.
- Background in law or experience in the legal technology sector (nice to have).
- Previous experience in consulting or professional services firms (nice to have).
- Experience working with or supporting large financial institutions or asset managers (nice to have).